Embassy Suites by Hilton Charlotte — Hotel in Charlotte

Hotel is a little old and one can tell from the outside. Upon entering, it looks as if the lobby was recently updated in the past couple of years. Once you enter the elevator, you can tell that is where the renovation stopped. Elevators are old and need updated. Room are on the older side and could use some revamping. The furniture is older and chipped and stained.

My problem was with housekeeping and overall customer service. I arrived on Friday for a baseball tournament. I inquired about housekeeping that night and was told that my name would be placed on the housekeeping list (you have to request housekeeping services or your room will not get cleaned). Unfortunately, my son filed the sheets. My mother called that morning to request service. The front desk ensured that I was on the list. I came back from the gym and called down (I did not know my mother had already called) and again, as told I was on the list. Upon leaving the next morning, I made sure to let them know that I wanted housekeeping services again. I was assured that I was indeed on the list and that my room would be cleaned. We arrived back to the hotel after a long day of baseball to an uncleaned room. Same soiled sheets on the bed and no new towels or washcloths. We left at 8:30 am and arrived back at 8:30 pm.....12 hours later. I called down to the front desk to inquire as to what happened. I was then told that housekeeping was gone for the day and nothing could happen. Ummm....no...we request housekeeping 3 times, something needs to be done. They then told me that someone would be cleaning the room in 20 minutes. An hour later, no one came. My husband and I then went down to the front desk to see what is going on. No one seemed to be able to help us. The manager on duty was more concerned about her food order that had arrived. The lone maintainence worker finally stated that he would get our linens to us ASAP. Someone finally came to our room with fresh linens to change the bed, however told my mother that that weren't changing the bed, but just dropping off the linens. My mother had to change the bedding herself and they only brought one set. We had two beds. I was furious. I complained to customer service and the hotel's resolution was to refund me the $75 that they had charged me for special housecleaning. (I was not even aware that they had charged me). They stated that the bed was not longer usable because the bedding was soiled and that the $75 was the charge. So, every time someone soils the bed or a liquid does, they can no longer use the bed. NONSENSE! I called customer service again and made a complaint. I am waiting on reimbursement. Found out that the hotel put in their statement that I was rude to them. Go figure!

Will never stay at this hotel again. Customer service sucks! The general manager is a liar and so...

I will absolutely not be staying again during my visits to Charlotte. My partner booked the room as a getaway for our remote work week (she’s from the triad area and I drove from Alabama) and we stayed here far longer than we should have. First off, at check-in when told about the room we booked (1 king bed), the receptionist proceeded to tell us what we booked but then asked “Are you sure you don’t want two queen beds?” and kept seemingly to insist that we can have two beds. I didn’t think this was appropriate as we were fully aware what we booked (we are a couple who shares a bed) and to be questioned more than once on other accommodations was not necessary. This is 2023. Assumptions shouldn’t be made on who’s sleeping with who. Never had that happen.

Then this was when we were told the pool was closed for renovations. Nowhere was this anywhere on the site when we booked (partner used friends and family site). If so, we definitely would not have stayed here since we wanted to relax by the pool after our work day. The pool, in summer, which is a major amenity.

Then from there, everything goes downhill. We get to the room and there’s no door that separates the bedroom from the living space. Major issue for remote workers who need privacy. Never been to an Embassy that didn’t have a door to divide the bedroom and living space…

We get to the room and the furniture looked a bit worn down. There was a brown stain that looked liked it dripped from the handle on the toilet was gross and no one had even replenished the shower gel. We even called the desk to get some and they completely forgot and never brought it until later that night upon our return from our outing after we requested it again. For some reason our facet dripped all night (noisy) and the microwave table didn’t even turn where it could properly reheat our leftovers without burning things. And the light above the desk space didn’t even work! At all…

The ice machine on our floor, didn’t work. So I had to travel to another floor in hopes that that one did. As for the common areas, for some reason it was uncomfortably hot in the lobby. It didn’t seem like they had the air on much. Happy hour was subpar. The bar staff was great but the selection of snacks were cheese and crackers primarily and some celery and carrot sticks. Not what I’ve usually experienced at an Embassy.

Preparing to check out (12pm) we were disturbed twice well before this time with housekeeping staff aggressively knocking on the door asking when we were leaving… Not to mention there were no door tags to inform staff to not disturb us.

Overall, we won’t be returning. This was my first time having such a disappointing experience at a top...

Stayed here for one night on October 23rd. First issue occurred at the front desk. A family member, who is a Hilton Honors member, had booked the room using their points and then the discounted price of the room was paid online. But when we arrived to check in I was told that the room was not paid for. I tried getting clarification at least 3 times about the amount that was paid online and why I was having to pay a little over $100 upon check in but the woman at the front desk was not helpful. She just kept repeating that the room was not paid for, points were used, but I still had to pay the amount she had stated upon arrival. I paid, still confused and without a sufficient explanation. Shortly after I called the family member who booked the room using their account, and they were also not clear as to why I was told to pay an additional cost upon arrival when that was not stated online from what they could recall. They called the hotel and we were finally offered up an explanation that had to do with a fee for incidentals. I don't know why the woman at the front desk couldn't have just explained the incidentals fee when I was checking in I would have understood.

The hotel room's level of cleanliness left much to be desired. Stayed in room 509 where there were a few issues. One of the beds had a hole burnt into one of the sheets, I'm assuming from a cigarette even though we were in a non-smoking room. The bed skirt on the same bed was torn and one of the other sheets on it had a stain along the seam. The lamp shade in the bedroom had spots and stains on one side and as I was wiping things down with some lysol wipes I discovered there was some sort of sticky orange/red residue on the surface that the TV was on. Wish that was all, but no. There were at least 3 towels that had stains and hairs on them that was discovered upon unfolding them. Luckily it was just two of us staying in the room and there were exactly enough clean towels left in the bunch for us to use. Lastly, I discovered that the mini fridge was also filthy.

I did not call to complain about these things during the stay because most of these issues I did not discover until after midnight (we had been at a concert and didn't get back until really late). We would be checking out in a few hours and I'm sure the solution would have been to have us change rooms which did not sound appealing considering how late it was. The room should have been clean from the start.

Then to top it all off when I went to check out they said they could not supply me with a printed copy of my receipt as requested. They said it would instead be emailed. I would not recommend...